Top 5 Benefits of CCM Software

Customer communication management (CCM) provides companies with one of the most integral bridges between your business and your customers. As such, there are many benefits to going digital and implementing a CCM platform to assist your business, including the reduction of time and costs as well as the creation of personalized, targeted content.

Let’s take a look at some of the top CCM software benefits your business can expect to experience when you include CCM in your digital transformation efforts.

Research shows that over 80 percent of customers expect immediate responses from brands.

Send (highly) personalized, targeted content

By implementing CCM, your overall aim and focus is to improve the customer experience. CCM software allows you to put the customer at the center of everything, with the ability to reach customers in virtually any location.

For example, if your business deals with insurance, CCM software will allow you to pull data that is specific to an individual client and incorporate this data into the correspondence. CCM software can also assist you in going that one step further by using the customer data to partially complete forms. This in turn helps cut down processing times: it helps reduce time spent answering policyholder queries who may be confused by the overall process.

Ensure compliance, reduce errors and create trust with your customers

With the old school, manual approach to generating customer communications, employees can typically spend too much time looking for the relevant template (using that term loosely), customizing that template and ultimately adding changes that you as the employer may be less than happy to accept.

According to , CCM software can provide your business with as much as: a 50% reduced cost of producing interactive documents; a 20% increase in call center efficiency; and an 85% reduction in time required to implement IT-assisted text changes—as well as $1.25 saved per document (via electronic delivery).

Our experience shows the statistics above are representative of what you can expect to see even to this day. Our internal case study saw one of our clients go from having 1,000 templates to less than 500 templates by eliminating unique versions of templates. The end result: the new templates provided uniformity and greater clarity that gave the client enhanced control of all correspondence, resulting in a highly productive staff, as well as increasing savings by 70%, just to name a few.

Drive proactivity and convenience

According to Forbes, 82% of customers expect an immediate response from branded companies. Failure to communicate correctly can heavily cost your business money and loyal customers.

CCM software allows you to avoid this scenario entirely, by providing a framework for you to proactively communicate with customers so they are contacted beforehand with all the relevant information, forms to fill and any other detail needed in order for them to receive your services. Rather than waiting for a customer to act, CCM software allows you to preemptively contact your customers with all the information they require before they know they need it.

Being proactive also enables you to obtain better information from your customers about their wants and needs, as well as learn about potential new areas you can even expand your business.

Reduce Risks

Another added benefit of utilizing CCM software is it puts in place measures and mechanisms for your business to reduce risk. All of your teams can share their drafts at the beginning of the process, collaborate and reduce the risk of frustration between the various teams and employees.

CCM software also gives your company greater control of the entire communication process—both amongst the various internal stakeholders and externally with your customers—allowing you to maintain your core business practice while at the same time placing the customer squarely at the foreground of everything you do.

Go Digital with Topdown

In order to utilize CCM software correctly, research demonstrates how critical it is that you choose a reliable and technologically advanced provider who can support your company at every twist and turn during your journey to go digital.

As one of the leading CCM providers in the industry, Topdown has helped businesses reduce costs and build lasting relationships with their customers for more than 30 years.

Get information and learn more about how our CCM platform can help improve your brand communications by contacting us today.

About John Zimmerer

John Zimmerer is the senior director of marketing at Topdown, where he leads market research and outreach efforts for the company's customer communications and customer experience products. Most recently, John has been researching and writing about the future direction of the technologies that power customer experience, and is regarded as a thought leader in this area.
John has nearly 20 years of software product marketing experience. His areas of expertise include market research, analyst relations, public relations and digital marketing.